Cruise America Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, two of the documents attached did not download. Second, while Cruise America conceded that the $851 charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumper. When we returned the vehicle, they did not do any kind of inspection with us or note any damage. Since we were never in a situation that would explain that damage (other than the tire failure, which they concede resulted in damage that we should not pay for), we assume this is an attempt by Cruise America to extract money from us. I have pasted my response to Cruise America below.Please let me know if I can provide any further information.Regards,

[redacted] Thank you for your response of 7/16/15. I am glad that the charge for damage to the wheel well has been removed and that you confirmed that it never should have been charged in the first place. We also appreciate your offer to refund a portion of our rental. I am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the old. At no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dent. They only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rental. We spent our time there contesting the charge that you agree shouldn’t have been made in the first place. As at no time did any incident occur that would explain a dent in the front bumper, I can only assume that this is a vindictive act on the part of the Federal Heights staff or a dent caused by the tire failure, which you agree is not our responsibility. I am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the road. As I’ve stated, no one should be renting this vehicle and I am still shocked that Cruise America is renting unsafe vehicles to consumers with limited RV experience.I am terribly disappointed in your reply. Our experience with Cruise America only becomes more disappointing. On our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our trip. Boy, were we wrong. As we did not receive the service and safety promised by Cruise America on your website, I am contesting the entire cost of our rental through our credit card company.

Dear Mr. [redacted],Thank you for your e-mail regarding your recent experience with Cruise America. I am sorry to hear of the issues obtaining the KOA membership discount on the rental of the motor home. After a full review of the previous collected information about your KOA membership and...

reservation it was found that the Reservation was booked on 9/3/2014 and the KOA membership was initiated on 9/12/2014. Per Cruise America policy I am unable to grant the requested application of the KOA discount to the contract. The KOA membership was initiated 9 days after the booking of the reservation with Cruise America. Unfortunately the previous advisement that the discount is not applicable to the contract would stand as the KOA membership must be active and applied at the time that the Reservation is booked. I do apologize for any misunderstanding regarding this policy.Sincerely, [redacted]Customer Relations

Thank you for contacting the Revdex.com. After another review I have had our Accounting Department refund the $25.00 dump charge as a gesture of good will. As you state they were able to get further waste to come out of the tank. As per the contract this would result in the dump charge. However in order to...

resolve this amicably the charge has been refunded. Please accept my apologies. Sincerely, [redacted]

Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding the damage tot he vehicle. While I do understand that you are not satisfied with the information provided previously I can only assure you that our Subrogation Department has been advised of the incident and are working towards a...

resolution. Once this has been reached with the other parties insurance the damages will be refunded to you. However as explained this process can take up to 1 year to complete. That is not saying it will take the full year but this process can take some time unfortunately.As an additional note per the Additional Terms and Conditions Section 5 (b): "You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1000.00 per occurrence." Additionally I also previously provided an alternate e-mail to contact for any further questions or concerns on this matter as the resolution to this incident is unfortunately out of the purview of Customer Relations.Sincerely, [redacted]Customer Relations Manager

Dear Ms. [redacted],

Thank you for the correspondence regarding this matter. It has again been reviewed however Cruise America is unable to process a further credit back to the contract that you are requesting. The proper funds have been applied to the credit cards that were used for the...

contracts in question. The refunds were applied to the credit cards that were supplied to the location at the time of pickup. As previously advised should any funds needs to be divided between the parties involved this would have to be done privately. Both contract have been reviewed and all appropriate funds have been returned.

Sincerely,

Due to the lack of direct communication I had no choice but to dispute the charge on my [redacted] Credit Card.  I have tried several times to contact [redacted] directly and am always sent back to email.  We had the Motor Home for 7 nights and the charge per night was $69.00.  On the final bill we were charged a total per night of $483.00.  7 X $69 = $483.00 which was paid in full upon returning the Motor Home.  The additional charge of $78.41 is an overcharge.  I fail to see how Cruise America still wants to charge the extra amount when it is crystal clear that the bill was paid in full when the Motor Home was returned.

Dear Ms. [redacted], Thank you for your reply. The initial response that I submitted to you through the Revdex.com was because my department is the one that handles any Revdex.com claims. While the reservation was still active I did go outside of the perimeters of my position as a courtesy to yourself and our Reservation Department to provide an outside viewpoint. However upon my review it was found that the resolution provided by our Reservation Department Manager Sherilyn Hayes was an amicable solution to the situation. With regards to the statement in my initial response of the daily rate being charged at $169.00/night I do apologize. It was to be noted at $199.00/night. I can only apologize at this time as it may have been a finger slip on the keys and I did not catch it in the review before submission. Once submitted no changes are able to be made and no correction response is able to be submitted. While I do own up to the typo in the previous response this is unfortunately not a rate that was offered or would be honored. While I do fully understand that you do not agree with the resolution provided on the daily rate cost I must politely continue to decline further reduction in the cost. As stated previously there was ample time from the confirmation e-mail to the date of pickup to review the reservation and advise Cruise America of any noticed errors. Without accepting liability with the situation our Reservation Management adjusted the rate to reflect 1/2 of the difference in the rental rate costs (approximately $50.00/night) in an effort to resolve the matter amicably. Again while we do understand that you do not accept this resolution we must continue to decline further refund on the daily rate. Sincerely, [redacted]Customer Relations Manager

Mr. [redacted],
I was notified today that you have submitted a charge back with your merchant bank. Due to the complicated nature of charge backs I am unable to issue further comment on the matters and must advised that further communication must be completed through your merchant bank.
Sincerely,
Aiden B[redacted]
Customer Relations Manager

CRUISE ACROSS AMERICA NIGHTMARE!!

HORRIBLE COMPANY, HORRIBLE EQUIPMENT, HORRIBLE CUSTOMER SERVICE!

IF YOU DECIDE TO RENT AN RV GET A MECHANIC TO MAKE SURE IT WILL MAKE IT THERE AND WORK SO IT DOESN’T RUIN YOUR VACATION!

I was given a Truck with SEVERE Alignment Issues, Broken Generator, only 1 working Charge Port, NO Electricity or Outlets, Non-Working Fridge that spoiled our food, No AC or HEAT (in mountains at night), and truck infested with ANTS!

READ BELOW TO SEE MY NIGHTMARE! I AM NO SUING THEM!

I have never in my life dealt with such an UNPROFESSIONAL company that had NO REGARD for the Safety of their Customers. I rented a Cruise America Truck for 21 Days (5/28 to 6/18). I am a Disabled person that was really looking forward to spending time in a low stress environment out WEST away from the East Coast. Our plan was to go to Yellowstone National Park for 4 Days, and then Montana, Idaho, Seattle, San Francisco, Los Angeles, Lake Powell Utah, and then stop in Colorado for a couple days then back to NJ. Little did I know that I was in for the worse time of my life! Due to the negligence of Employees failure to show the inside of the truck, and follow protocol, and failure to have them give us a SAFE Truck and truck that had a working Generator, charging portholes for cell phones and GPS (we had only one that worked), and failure to show that there was a HEATER that ran off of a BATTERY and not Generator, and because of this I had mild hypothermia waking up at 5am at 22 degrees outside in Yellowstone National Park (due to my meds I take I didn't awaken from the extreme cold and could have died!) When this happened I tried to turn heat and Generator on, and got yelled at by other campers that had ZERO bags they were sleeping in! Due to the horrible COLD nights in the mountains we had to cut our stay at Yellowstone 2 days short, re-route our trip, and cut it short and go South to Utah, and once in Utah (in the middle of nowhere) the Generator Broke, so we had NO Air Conditioning or Electricity! This is when I saw a thermostat by the bathroom door that said "use this thermostat for heat for up to 2 hours off the battery!!!" I could not believe this because if we WERE SHOWN THIS by Cruise American Employees, this we would have never changed our plans! Then in Green River Utah in a Parking Lot RV Park we trouble shot for 3 hours with the "Road side Assistance" of Cruise America with first [redacted] and then [redacted]. They could not fix it and then had the nerve to try to get us to drive to ARIZONA to get it fixed! We told them NO WAY, and I told them about the issues with the Ants, Electrical Ports, Heater Off Battery, Alignment Issues, Refrigerator Broken spoiling food, and asked for Customer Service and they said they had no Customer Service! I was near I-70 and lived in Colorado for 10 years and asked them the closest place in Colorado to exchange out the disgusting truck. I told [redacted] at Road Side Assistance that I could not drive due to the fact that my Disability and the Stress from Cruise America being so horribly RUDE, and showed NO Empathy for our situation. So it took us a day that included one night in a Hotel to get to drop the truck off. In addition, we got in traffic by Vail due to construction, so we detoured and once out of mountains we got caught in a horrible Storm with TWO Tornados in Berthoud Colorado, and due to evacuations we could not find a place to stay! We finally found a Marriot Residence in to Stay in (we called [redacted] and told her we would not make it in time due to the storm and my health condition) and all she kept saying is that we would be charge, and then charged a fee for drop off! She showed no empathy!! By this time I was done with them! Due to the fact we had SO MUCH luggage for Camping for RV we had to get a TWO Bedroom Room. It took over 5 Trips to get the stuff to the room, because [redacted] demanded that the truck be Cleaned and Wiped down! During the Storm we only got a few bags up, and we waited in our rooms until the raining started the next day, and finally took another 3 hours bringing luggage and incidentals up to the room. We called [redacted] and told her we would get there as soon as we can. By the time 4pm came the rain let up, and it was safe to DROP the truck off (I told them I was done with them and not exchanging). While driving there we got stuck in Traffic, so we called the [redacted] location to let them know we were going to be 10 minutes late, and to please stay open, because we were not comfortable driving this vehicle any longer. Much to our surprise the woman working there said they would not stay open for us, and they would lock the gates, and if we left it there it would get towed!! When I found this out I told her I was going to sue her because I was so upset! She finally said to drop the vehicle off with the car storage lot with the Man named [redacted] who owned the property Cruise America is on and we would have to pay $45 to leave with him. I have a video of him saying he does it all the time, and because we were videotaping he said that he didn't like that! He then had his ROOSTER attack me and called me a [redacted]!!! I Called the Police and have a police report on this entire situation with videos and photos to support everything! The police made him take the truck, and he drove us to a safe place and called a cab for us to go get a rental car. We got the Rental car to drive us around for 9 Days in Colorado, and then after a 5 days to to the fact the Hotel was full we had to move ALL OF OUR LUGGAGE and Stuff again to the Omni Hotel in Broomfield. (Two Rooms attached to fit everything). It took us 3 Trips (20 minutes away) to get all of our stuff there. Then once there after getting settled it was time to leave, and we had to rent a ONE WAY SUV for $1,300 back to NJ so it could fit all of our stuff. This is where we hit another horrible storm in Nebraska, and Tornado AGAIN. (We would have never been in Nebraska if we didn’t have to re-route our trip). Regardless, we somehow made it home ALIVE! We are both EXTREMELY exhausted from this EXTREMELY Stressful trip that was RUINED by Cruise America Employees, Services, Equipment, and “Customer Service”. This trip was supposed to be a 21 day Adventure of relaxation and Nature, and it was anything but that. I have been going from Doctor to Doctor to get my Pain Condition under Control since being back, and I am still feeling the exhaustion. I have filed a complaint with the Revdex.com ( complaint# [redacted] ). I am still waiting on an answer on what is getting done to compensate me for all the money I lost, and time lost, and vacation ruined. I have more photos and videos, that I am still slowly finding and downloading.

Again this is my minimum expectation so I do not forward this to attorney and get compensated for pain and suffering, time spent moving all of our stuff all around Colorado, flare up PAIN from my Disability due to no regard for my condition. Loss of income due the loss of electricity and broken Generator, due to the fact we were stuck in the middle of now where with no power. Trauma from running running someone off the road in Minnesota (Police saw everything) due to the truck. Then finally getting attacked by a ROOSTER and called a [redacted] by the nasty man that I was told to go to by the Cruise America Representative at the [redacted] location. I have police reports for this as well. (AND VIDEOS AND PHOTOS).

Dear Ms. [redacted],
Thank you for contacting the Revdex.com regarding the matter of the additional charge. However as advised through communication with Customer Relations this matter has been presented to your merchant bank and is currently in the process of a charge-back. Due to the complicated...

nature of charge-backs I am unable to address this matter further and all communication with Cruise America must be completed through your merchant bank.  
Sincerely,

Customer Relations Manager

Dear Mr. [redacted], Thank you for contacting the Revdex.com regarding the matter surrounding your reservation. While I do understand that you do not feel that Cruise Americas actions with regards to your file are correct I can only apologize. Cruise America has issued a gift certificate that is fully...

transferable to another party of your choosing in the amount of your deposit. This was mailed to you on 6/20/15. As previously advised through Customer Relations one way reservations are unfortunately non refundable. However to circumvent that policy we have issued the previously mentioned gift certificate. Again I do apologize for any inconvenience but must politely decline a refund of the deposit. Sincerely, [redacted]

Dear Ms./Mr. [redacted] (Cruise America Representative):

We are in receipt of your response to our experience with

your company, Cruise America. These situations are difficult

for both sides of the issue, but more so for the customer who has

experienced a very difficult end to what should have been a wonderful

vacation. 

Unfortunately, we will carry this unfortunate

circumstance whenever we think about Cruise America.

In all of the negative that is to follow, we want to say

that the FIRST breakdown, which delayed us 5 hours, was handled

well and we left on our way feeling CA had handled a bad situation in

the best way possible. It was the second breakdown at the [redacted] exit

on the Pennsylvania turnpike that quickly turned into a

nightmare, and left us with no confidence in the first RV.

The "apathy" that you said was

"inexcusable," occurred in Corapolis (Pittsburgh), not by the Ottsville staff.  But, we should say finding toenails on the dining area cushions was an oversight by

the Ottsville staff and we found that totally disgusting and also

inexcusable!

With that being said, we must take your monetary offer as

an apology for our holiday being cut short by four days and an

apology for Traveller's Assistance unsatisfactory ability to handle

the second breakdown, which, we might add, should be something you

should be an expert at. I do hope that the threat of our breeching the

contract because we requested a car so we could cut our vacation

short and drive home was the result of one rude employee and not

CA's policy.

Your offer of $521.50 and a $300 gift certificate appears

to be a fair one. However, as "foodies," our first stop was

Wisconsin, where we bought

10 year-old cheddars and homemade bratwurst (which we

froze).  We also made stops at several farms in Ohio and Indiana to buy

fresh beef, which we also froze. With no refrigeration for two days,

we not only lost all of our frozen finds, but we lost food that we

bought for lunch and dinner. We ate out only two times on our entire

trip, the rest of the meals we ate in the RV, so you can see we had

an ample stock of food.

We also had to stay at a reasonably priced hotel because

the vehicle was not only filthy, and we had no food we could eat, but

it was not safe. The emergency exit window was taped shut with duct

tape and the floor was so dirty we wouldn't be able to take our shoes

off. We have pictures to support all of these claims if you are

interested in seeing them. Also, though it was our choice, we tipped

both tow truck drivers and the mechanic who handled our first repair

$20.00 each ($60.00 total) for their efforts under pressing

circumstances. The tow truck driver in Pennsylvania went above and beyond by

helping us transfer all of our belongings from our disabled RV to

the replacement RV, while the CA representative left immediately upon

getting the paperwork signed.

Back to the offer:The $521.50 is barely acceptable to

recover our damages.

We also have no use for the $300 gift certificate at this

time because we have no plans of taking another road trip vacation

anytime soon; we need to get this past experience behind us.  If you would add another $150.00 onto the monetary settlement and keep the gift

certificate, our losses would be covered. We would also consider that

what we experienced was not representative of a typical CA

experience.

I thank you for your quick response, and I sincerely hope

that you take this as an opportunity to educate your Traveler

Assistance team on how to handle breakdowns.

Best regards,

[redacted] and [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No, this does not resolve my complaint.  I want to stress to you, and to Ms. [redacted], that CruiseAmerica’s representative misstated their policy, and I have it in writing from their representative!  The mistake is theirs, not mine, and I cancelled the reservation as soon as they notified me of the actual policy.  The transaction was made based on incorrect information passed to me by CruiseAmerica, and there is no legal or moral reason why my deposit should not be refunded in full immediately. 

Regards,

Dear Mr. [redacted], Thank you for contacting the [redacted] regarding this matter. I have initiated and completed a secondary review of your case and while I understand that you feel that Cruise America has not acted in a judicious manner I must politely disagree. Upon initial contact to our Customer...

Relations department an auto response is generated that states the following: "Thank you for contacting Cruise America Customer  Relations.This email will acknowledge receipt of your correspondence to our Customer Relations Department.  Please be assured your comments and concerns are very important to us, and we are working diligently to provide a personal and professional response to every email we receive. This e-mail was sent from an auto-notification system. Our Customer Relations team will respond to your feedback as quickly as possible. While most submissions are answered within 7 days some inquiries may take up to 30 days for an adequate response." Looking through the file as kept by our Customer Relations Department with each communication the initial response was approximately a month. As there was a discrepancy in the estimate that was provided further research was then needed to ensure that all information was correct. Upon this secondary review of the estimate it was found that the charge for the bumper replacement and labor was included mistakenly. Upon this discovery the charge for the bumper and the associated labor was removed from the estimate and the updated estimate was provided. However upon the updated estimate there was immediate responses (approximately 5-10 minutes for each response supplied) to any communication sent with regards to the questions about the estimate. As stated in those communications Cruise America did not alter the estimate to suit ourselves, nor did we alter the estimate so that the labor charge was more on certain items. We simply removed the bumper charge and labor associated with changing the bumper. I have supplied a copy of the initial estimate that was provided and highlighted the bumper damage and labor charge to change the bumper. Additionally I have supplied a copy of the updated estimate as was supplied showing that just the bumper charge and labor was removed and no other alterations were done to any other damages.With regards to evidence showing that the damage as charged is valid I have attached photo of the damage. Additionally I have attached copies of the Vehicle Acceptance forms for the customer prior, M.  [redacted], and the customer post to Mr. [redacted]. As can be seen the damage is very visible and was documented upon return and by the following customer who rented the vehicle while there was no damage documented prior to Mr. [redacted].  As outlined in the Additional Terms and Conditions that is agreed to upon pick up of the vehicle, Section 5 (b): "If the Vehicle is used as permitted by the Terms and Conditions of this Contract, the following applies: You are responsibly for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1,000.00 per occurrence." While the damage did total over $1,000.00 Cruise America has not charged any further charges for the damages as outline by this provision as we do believe that the traveling party was using the vehicle as permitted by the contract.While I do understand that you wish to have all damage costs refunded and an additional $5,000.00 to each person in the party refunded I must decline. Cruise America feels that it has done its due diligence in correcting and providing sufficient information showing that the damage that occurred to the vehicle and the subsequent damage charge is valid and did occur on Mr. [redacted]'s contract. Sincerely, [redacted]Customer Relations Department Manager

Dear Ms. [redacted],

Thank you for contacting the Revdex.com and allowing them to assist us in resolving this matter. After a full review I do see that the contract ([redacted] card used at pickup) was refunded and additional $276.06 on 5/29/2014. Additionaly I have found that this was issued due to the...

need to move the pickup and drop off location due to unforeseen circumstances. If there are other credits you feel that you are due can you please provide all available information so that I may research further.

Sincerely,

Customer Relations Manager

Dear Ms. [redacted],

Thank you for your submission to the Revdex.com regarding this matter. I can’t overstate how sorry that we failed to meet your expectations.  No doubt this was not the ideal situation for us as well.  We gain nothing by disappointing any of our...

customers and we don’t believe there was any intent to do so here.

During the holiday seasons the services are limited as I am sure that you are aware. Our Travelers Assistance team is still available 24 hours a day during these times but are limited to the options available. In situations such as the one that was faced over the Thanksgiving Holiday our team in Travelers Assistance offered what was available to assist you at the time.

When you initially contacted Customer Relations you were credited 30% of your daily rate along with an additional gift certificate. This was offered due to the circumstances that you mentioned. Stating that, this was offered above and beyond the contract as quoted in previous communication.

While Cruise America does understand that you still remain unsatisfied with this resolution we must decline any further compensation. We do hope that you will use the gift certificate that was provided and give Cruise America another opportunity to provide you with a vacation that you and your family deserve.  

Sincerely,

Customer Relations

Here is a copy (without the pictures) of the email I sent to cruise america

I am writing this email hoping that someone in cruise america will realize that customer satisfaction is not only a matter of price and will get back to me with a better compensation than what I have been offered upon returning the RV in San Francisco.

Indeed when we planned for our trip in the US we selected Cruise America and the reservation process when very smoothly.

Having read on Cruise America website that "Cruise America purchases new vehicules every year" we were expecting a relatively recent RV when in fact we were given an RV with more than 140000 miles and probably more than 10 years (the microwave was dated 2004) !!!

This in fact should not really be a problem if the condition of the RV had been good but it was far from being the case and when I returned the RV with a written list of what was wrong with the RV I was not listened to

We were only offered a "refund" of 2 days of location.

So here is this list again with more than 20 items !!!

1. Registration was overdue for more than 1 month... Not that it is a safety issue but we could have been fined for not respectif the law

2. City Water connection was broken : the plastic thread was completely gone and it was impossible to attach the hose to the RV.

ALthough we paid for full hook ups sites we could not plug in the water before having this part replaced when we returned to the Cruise America location in Las Vegas, losing 3 hours in the process

We still had Leaking water after the replacement as the hose connector has not been replaced

3. Burner Grille making a rattling noise as the rubber pads were missing : we travelled with the grille put on the rear bed !

4. Side windows making a rattling noise + locks locked in place : had to put oil inside the locks to free them and be able to slide the windows !!

5. Driver wiper bent !

6. Radio with poor FM reception and no AM. No user manual for example to understand how to change the time when we change time zone

7. Curtain bar with screw coming out which could hurt

8. Bathroom door [redacted] unscrewed

9. Bathroom dome broken

10. Curtains unstitched

11. Bed made with table falling down during the night...

12. Some lamps burned put and impossible to replace (stucked !)

13. Lamp shades burned through !!

14. Gas safety broken

15. No cord on kitchen shade

16. No shade on cabin door and roof domes = how to sleep when it is daylight from 5:30 AM ??

17. Cigarette Lighters : one is broken and the other one is not working

18. Cruise control disconnecting by itself !!

19. A/C grilles VERY dusty !!

20. the ignition key platic holder was broken : happend several time to let the key in the ignition and lock the door !!!

21. Side cupboard key already bent and will break very soon inside the lock

and last but not least used water leaking when trying to empty.

Moreover there was a mistake in the mileage out on the contract : it was indicated 145668 miles. Upon returning the RV this mileage has been corrected to 143529 miles which caused an extra charge of 992 miles and almost 400 USD

How do I know if that was the correct mileage out ???

when we took the RV the tank was not full : I had to put more than 100 USD to fill it in when I gave it back with the full tank

I proposed to Cruise america to cancel the extra mileage charge as a compensation but they insted offer a 300USD coupon valid on a future reservation.

Not only it is not probable that living in France we would rent again from this company but we will certainly not offer the coupon to our frineds (unless you want to lose your friends...)

Hi, I scheduled a trip with Cruise America a few months ago but cancelled the reservation 3 weeks before the trip was supposed to begin because of family issues. Their posted policy is this, "RESERVATION CANCELLATION FEES: With 7 days or more notice - no fee. With less than 7 days notice - forfeiture of $300 reservation deposit." It has now been over 5 weeks since I cancelled the trip and I have still not received a refund of $300. I've called in to customer service multiple times over the last two weeks. Each time they blind transfer me to some guy's desk who is never there. They say, "he is the only one who can assist you". I've left numerous voicemails and sent several emails - still nothing from Cruise America. I can't speak for their RVs, but their customer service reps are incompetent and have no care for their customers. Truly a disappointing interaction.

I was told I would have a RV ready on august 8th for purchase, when it got close to that date I was told I could purchase it on the 18th, when it got close to that date I was told they were out of vehicles. Apparentl they have a cut in line policy. be aware

Thank you for contacting the Revdex.com regarding this matter. As Cruise America has made multiple points of contact with you previously we will continue this response from the most recent e-mail that was received on April 6th, 2015 by Customer Relations.Reference was made in your...

e-mail that our Travelers Assistance team was rude and played games with offering service for resolving the issues with the vehicle, only to rescind the offer when it was accepted. However, through the records and recorded calls a total of 6 un-returned voicemails were left by our Travelers Assistance team in the effort to resolve the vehicle issues that were reported. This included multiple follow up calls after each e-mail was received. Unfortunately our Agents in Travelers Assistance were not contacted back and provided the opportunity to set up a service location to repair any shortcomings that you reported with the vehicle.However on 3/10/2015 (Tuesday) at 9:56am (Arizona time) when an agent was able to have contact with your party the offer to locate service by our Travelers Assistance Agent was declined. As previously advised services after hours are almost nonexistent. Regular repair shops hold standard business hours of approximately 8am to 5 pm. Unfortunately Cruise Americas Travelers Assistance Agents are at the mercy of the service location hours.  Concerning the reference of the Travelers Assistance Agents insisting on specific locations for repairs I must politely disagree. Through every review that has been done the only location that would have been a requirement was a Cruise America location in order to add the towing package and unlock the hitch pin for your usage. Other than the requirement of that our Travelers Assistance Agents made two separate offers to locate service along your route to resolve any issues. As stated multiple reviews of this file has been completed and Cruise America has determined that the Travelers Assistance agents attempted to assist you to the best of their ability. We must again decline compensation on this matter citing the previously mentioned Additional Terms and Conditions Section 9 (c) “Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expenses. Lessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein."I would also like to add another provision in the Additional Terms and Conditions Section 13: “: “Necessary and reasonable expenses for transportation and lodging only are covered in the event of a mechanical breakdown requiring the Vehicle to be in repair for more than 12 hours. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Incurred expenses to a maximum of $30.00 per person per day for lodging and other expenses (to the maximum capacity set on Page A) and $30.00 per group per day for transportation will be reimbursed subject to a limit of $3,000.00 per tour. The provisions of this paragraph are not valid in case of a collision or accident. You must present all receipts for refund of expenses.” However as previously stated you experience no mechanical breakdown as outlined in the contract that was agreed to at the time of pickup.However as Cruise America does understand that the trip as planned was not what you had expected we have offered a gift certificate towards a future rental in the amount of $200.00 as a gesture of good will. This is standard practice in the travel industry when an unpleasant travel experience occurs. However as we do understand that you do not wish to utilize the certificate it is fully transferrable to another party of your choosing. This meaning that you may give away or sell the certificate to any party you choose should you wish to not utilize it. Sincerely, [redacted]Customer Relations ManagerF: ###-###-####